Choosing the wrong IT company to support your network can be incredibly frustrating and expensive, and could end up costing you in downtime, data loss and expensive repair bills, not to mention the headaches and frustration.
It can be difficult to know the things you should look out for in an IT company, especially when the industry throws a lot of jargon around which may overwhelm someone who doesn’t specialise in the field.
Here are 5 helpful questions you need to ask your IT company…
Q1: Do they answer their phones live or do you always have to leave a voice mail and wait for someone to call you back?
Our Answer: We answer our phones live from 8:30 a.m. to 5:00 p.m. because if our clients can’t get hold of anyone to help, we understand that it’s incredibly frustrating.
Q2: Do they have a written, guaranteed response time to your tickets?
Our Answer: We guarantee to a maximum response time of 8 hours for workstation faults and 4 hours for server faults. This is written into every service agreement we give to our clients because it’s standard procedure. Our standard ticket resolution time is just 3.9 hours, down from 4.7 hours the previous year.
Q3: Do they take the time to explain what they are doing and answer your questions in terms that you can understand (not geek-speak), or do they come across as arrogant and make you feel stupid for asking simple questions?
Our Answer: Our technicians are trained to have the “heart of a teacher” and will take time to answer your questions and explain everything in simple terms. Just look at what Cheryl from Architectural Doors and Windows had to say:
Q4: Do they consistently (and proactively) offer new ways to improve your network’s performance, or do they wait until you have a problem to make recommendations?
Our Answer: We conduct regular review meetings with our clients to look for new ways to help improve their operations, lower costs, increase efficiencies and resolve any problems that may be arising. Our goal with these meetings is to help our clients be more profitable, efficient and competitive.
Q5: Do they provide detailed invoices that clearly explain what you are paying for?
Our Answer: We provide detailed invoices that show what work was done, why and when, so you never have to guess what you are paying for. We also double-check our invoices for accuracy before they are sent to you.
If you found this guide useful, you can find our full guide of ’21 Questions You Should Ask Any IT Company Before Giving Them Access To Your Company’s Network’.
This checklist will give you a detailed look into the things you need to know in order to assure you get the service you deserve.
To find out more about how we can help you, book a 15-min call with our MD Mark Riddell.